[25770] in resnet
Re: Help Desk Structure
daemon@ATHENA.MIT.EDU (McRitchie, Karen)
Thu Jan 13 11:02:13 2011
Content-Language: en-US
Content-Type: multipart/alternative; boundary="_000_853FBFA20394BC4994481EF0D505AD5D0636D377MB3grinnelledu_"
MIME-Version: 1.0
Message-ID: <853FBFA20394BC4994481EF0D505AD5D0636D377@MB3.grinnell.edu>
Date: Thu, 13 Jan 2011 16:01:46 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "McRitchie, Karen" <MCRITCHI@Grinnell.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <C950DAC8.25230%jmerz@exchange.upenn.edu>
--_000_853FBFA20394BC4994481EF0D505AD5D0636D377MB3grinnelledu_
Content-Type: text/plain; charset="us-ascii"
Content-Transfer-Encoding: quoted-printable
With that happening, I was hoping some of you could give some ideas of how =
your help desk (satellite help desks, if you will) are structured.
For instance:
Where do you have these locations on your campus?
We have a central, student staffed helpdesk for all of campus, it is locate=
d in its own building attached to our digital media lab. This semester, I a=
m restructuring the students who used to staff the computer labs into other=
areas of service. The users of our labs no longer need the "hand holding"=
that they used to when we needed to have the labs staffed, they are digita=
l natives. So rather than have a student sit in a lab and become sloth-lik=
e, we are moving them to other service areas. I will have shifts for lab m=
aintenance, where they will visit each lab, check printer, computers, stock=
paper, clean up, report errors, etc. We are implementing an IM service so=
that students having a question in a lab, can IM the helpdesk and we can s=
end someone over if necessary or help them through IM.
How large are these locations?
The helpdesk is the size of about 4 standard cubicles, with a customer serv=
ice area and a hardware service area. The lab attached to the helpdesk is =
a very large space, but with only 18 computers...it has comfy chairs and ta=
bles for laptop hookups.
What are contained in these locations (computers for students to use and wo=
rkshop to work on machines, etc.. The general layout)?
This attached digital lab has imac workstations, large format scanner, colo=
r printing, Wacom tablets and areas for laptop hook ups (power in tables). =
It is a very open floor plan. There is also a screen/projector/speaker sys=
tem. Our other labs, not connected to helpdesk are scattered around campus=
and are mac/win dual boot or linux/win dual boot. These other spaces are =
not staffed.
How are they staffed? Is there one worker that works there at a time or 2=
or even more?
The helpdesk has 2-3 staff at all times, the other locations, just one at a=
time in shifts.
If they are staffed by students, what are the hours you have them open? 8am=
to midnight S-Th and 8-6 fri, closed saturday
Does you help desk have a drop off service? yes
What kind of expectations are set for these locations with turn-around time=
with support, etc, etc. ? no expectations, classroom/course issues take p=
riority over other things.
Any information you can provide for me would be most helpful. Not sure thi=
s will be helpful.... Karen
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--_000_853FBFA20394BC4994481EF0D505AD5D0636D377MB3grinnelledu_
Content-Type: text/html; charset="us-ascii"
Content-Transfer-Encoding: quoted-printable
<html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micr=
osoft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" =
xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:=
//www.w3.org/TR/REC-html40"><head><meta http-equiv=3DContent-Type content=
=3D"text/html; charset=3Dus-ascii"><meta name=3DGenerator content=3D"Micros=
oft Word 14 (filtered medium)"><title>Help Desk Structure</title><style><!-=
-
/* Font Definitions */
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p
{mso-style-priority:99;
mso-margin-top-alt:auto;
margin-right:0in;
mso-margin-bottom-alt:auto;
margin-left:0in;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
span.EmailStyle18
{mso-style-type:personal-reply;
font-family:"Arial","sans-serif";
color:#1F497D;
font-weight:normal;
font-style:normal;
text-decoration:none none;}
.MsoChpDefault
{mso-style-type:export-only;
font-size:10.0pt;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext=3D"edit" spidmax=3D"1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext=3D"edit">
<o:idmap v:ext=3D"edit" data=3D"1" />
</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue vli=
nk=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal style=3D'margin-=
bottom:12.0pt'><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-=
serif"'><br><br>With that happening, I was hoping some of you could give so=
me ideas of how your help desk (satellite help desks, if you will) are stru=
ctured. <br><br>For instance:<br><br>Where do you have these location=
s on your campus?<br><br><span style=3D'color:#1F497D'><o:p></o:p></span></=
span></p><p class=3DMsoNormal style=3D'margin-bottom:12.0pt'><span style=3D=
'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>We have a=
central, student staffed helpdesk for all of campus, it is located in its =
own building attached to our digital media lab. This semester, I am restruc=
turing the students who used to staff the computer labs into other areas of=
service. The users of our labs no longer need the “hand holdin=
g” that they used to when we needed to have the labs staffed, they ar=
e digital natives. So rather than have a student sit in a lab and bec=
ome sloth-like, we are moving them to other service areas. I will hav=
e shifts for lab maintenance, where they will visit each lab, check printer=
, computers, stock paper, clean up, report errors, etc. We are implem=
enting an IM service so that students having a question in a lab, can IM th=
e helpdesk and we can send someone over if necessary or help them through I=
M.</span><span style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"=
'><br>How large are these locations?<span style=3D'color:#1F497D'><o:p></o:=
p></span></span></p><p class=3DMsoNormal style=3D'margin-bottom:12.0pt'><sp=
an style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D=
'>The helpdesk is the size of about 4 standard cubicles, with a customer se=
rvice area and a hardware service area. The lab attached to the helpd=
esk is a very large space, but with only 18 computers…it has comfy ch=
airs and tables for laptop hookups.</span><span style=3D'font-size:11.0pt;f=
ont-family:"Calibri","sans-serif"'><br><br>What are contained in these loca=
tions (computers for students to use and workshop to work on machines, etc.=
. The general layout)?<span style=3D'color:#1F497D'><o:p></o:p></span></spa=
n></p><p class=3DMsoNormal style=3D'margin-bottom:12.0pt'><span style=3D'fo=
nt-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>This attache=
d digital lab has imac workstations, large format scanner, color printing, =
Wacom tablets and areas for laptop hook ups (power in tables). It is a very=
open floor plan. There is also a screen/projector/speaker system.&nb=
sp; Our other labs, not connected to helpdesk are scattered around campus a=
nd are mac/win dual boot or linux/win dual boot. These other spaces a=
re not staffed.</span><span style=3D'font-size:11.0pt;font-family:"Calibri"=
,"sans-serif"'><br><br>How are they staffed? Is there one worke=
r that works there at a time or 2 or even more?<span style=3D'color:#1F497D=
'><o:p></o:p></span></span></p><p class=3DMsoNormal style=3D'margin-bottom:=
12.0pt'><span style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";co=
lor:#1F497D'>The helpdesk has 2-3 staff at all times, the other locations, =
just one at a time in shifts.</span><span style=3D'font-size:11.0pt;font-fa=
mily:"Calibri","sans-serif"'><br><br>If they are staffed by students, what =
are the hours you have them open?<span style=3D'color:#1F497D'> 8am to midn=
ight S-Th and 8-6 fri, closed saturday</span><br><br>Does you help desk hav=
e a drop off service? <span style=3D'color:#1F497D'>yes</span><br><br=
>What kind of expectations are set for these locations with turn-around tim=
e with support, etc, etc. ?<span style=3D'color:#1F497D'> no expectat=
ions, classroom/course issues take priority over other things.</span><br><b=
r>Any information you can provide for me would be most helpful. <span=
style=3D'color:#1F497D'>Not sure this will be helpful…. Karen<=
/span><br><br><br></span><o:p></o:p></p><p><o:p> </o:p></p></div></bod=
y></html>=
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--_000_853FBFA20394BC4994481EF0D505AD5D0636D377MB3grinnelledu_--
